CX that Builds Trust
Customer Experience Consulting with a Purpose
The Belding Group’s CX consulting team works with companies and business leaders to help build loyalty, trust, and business results.
We take an objective look at all aspects of your operation to identify customer loyalty drivers and potential roadblocks to customer loyalty, including:
- Elements that resonate with customers
- Service inconsistencies, and recovery opportunities
- Internal and external points of friction
- Hidden brand inconsistencies that compromise trust
- Opportunities for loyalty alignment in processes, practices and people
Then we recommend and prioritize the actions most likely to improve customer trust and loyalty.
CX built through a lens of trust
Our consulting approach looks at customer experience through the established relationship between customer trust and business results:
- Business results are driven by customer loyalty
- Loyalty is created by trust
- Trust is created by customer experience
Every aspect of an organization has to contribute, directly or indirectly, to trust – and that’s where we come in. We look for how well and how consistently your customers get the message of trust – and in what ways they may get conflicting messages.
We look for the answers to these questions:
The foundation of customer trust is Caring, Competence, and Integrity, and these are the lenses through which we assess your company. We look for the answers to these questions:
- Do customers believe you genuinely understand and care about them?
- Do customers believe that you are good at what you do and provide value?
- Do customers believe you are honest, fair, and will act in their best interests?
We give you all the help you need
What we do:
We will give you an unfiltered picture of your company through a lens of trust. You will get an assessment that’s direct and not couched in pretty or vague terminology. We will identify specific actions you can take, with rationales based on tangible business results. We’ll also identify grey areas where there would be a tangible benefit in digging deeper, and a tangible set of metrics that help you take action.
We’ll provide you with a Trust heatmap showing areas where you are vulnerable, and areas of potential that you may not be optimizing.
What we don’t do
We don’t bury you in reams of unnecessary data, or provide colourful, AI-enhanced dashboards giving you real-time information on things you don’t have time to study and can’t act on. We don’t set up extensive ongoing engagements with questionable value. We don’t use a cookie cutter approach to assess your business – because those rarely work.
We bring 30+ years of experience in over 20 countries, helping companies succeed with customer experience. We commit to giving you all the help you need – because want you to succeed too.